Clients have a right to expect that the people who work in your firm have a positive, enthusiastic, “can do” attitude. If you have any member of staff, or a partner for that matter, who doesn’t display this kind of attitude, it can be disastrous in terms of client relations. Overwork, lack of training and a remuneration scheme that is perceived as inadequate or unfair can all contribute to poor attitudes among your staff.
Discord among the partners; poor management systems and/or a lack of leadership are the most common conditions that de-motivate members of the team. And if the team members aren’t motivated, it will impact your clients and their behavior.
If you think there might be an attitude problem in your office, a quick activity you can undertake is to survey your staff anonymously using www.surveymonkey.com. Here are a couple of sample questions:
- Rate on a scale of 1-5, how you think the firm is doing
- Rate on a scale of 1-5, your level of job satisfaction
- What have we done well this year? (Open ended)
- What have we NOT done well this year? (Open ended)
Don’t ask for names, and don’t be offended by their responses, and remember that when you ask for input you need to act on that input. Alternatively you ask us to conduct the survey for you and compile a report of recommendations. Email us for more information